I'd probably test big text on a static image that says, "Make your businesses email way better" or something like that to get business manager's attention quicker as people scroll fb.
The shared inboxes seem like a low cost alternative to help desk/support software and would be likely outgrown quickly by an organization with the budget for premium email.
Can anyone discuss their usage of it?
For this use-case Front has been really awesome. Each side project has a different domain and each project has several role-based emails (one for clients -> support@domain and one for content stuff team@domain). Plus Facebook and Twitter.
Email arrives at the person who sent the first email, and I can easily assign emails written to me to a team member. The internal chat functionality is clear (in Zendesk the UI was a bit confusing so sometimes we inadvertently wrote the internal message to the client - nothing bad, but still unprofessional).
I tried Freshdesk, Zendesk, Intercom and some others, but always had some trouble with one of the requirements. E.g. can't use different outgoing signatures. Or a second domain requires a second account or the Enterprise upgrade (for 20 emails a day?), or there were so many different filters and views that I got confused.
Probably for enterprise level you might need something else and you need all the rules and automation stuff, but for my use case it's been great. It's not the cheapest, but it's worth it, because we've been able to answer to support inquiries faster and I have less work to do.
I have been the most impressed with their response to feature suggestions. I raised a few points for improvment using the general help chat in the interface and to my surprise saw my suggestions released as a feature a few weeks later. Granted, they were minor interface items, but the fact someone actually took the time to consider it and slot it in for dev time means something to me, being on the other side of that usually.
In our case what seems to be happening to people who use Aether Pro is that the important bits of discussion that needs to be preserved go into Aether with its email-like structured threads, and Slack becomes more of a water-cooler talk kind of space, which you can now safely check out from.
It personally removed lots of noise from our Riot instance which we use instead of Slack, for what its worth. Most of the work can happen without being mutexed into a Slack channel now. In the end, whatever makes your engineers more productive is what works.
We transitioned to them for support after leaving Intercom. Shared inboxes work well. I really which they had a chat component that we could use (theirs is incompatible with pjax/turbolinks enabled sites and they don't intend to fix it).
Saved replies, snoozing, assignment, and in-thread private chat are the best features.
I'm not affiliated with HelpScout in any way nor am I a customer. Just know of them because they used to be headquartered in Boston (where I'm from) before they went distributed.
That, and we found that our intercom chat emails were caught in spam folders frequently.
A really good podcast about how her strategy on efficient fundraising.
